Specialist, Complaints Reporting

2 days ago

Melbourne, Victoria, Australia Cbus Full time

Specialist, Complaints Reporting & Insights

**About Cbus**
Created by workers, for workers, Cbus Super is one of Australia's most successful Superannuation funds. For almost four decades we've proudly represented those who help shape Australia, hard-working individuals who deserve to make the most of their retirement, no matter the industry. As an award-winning fund we've been recognised for the benefits provided to our members and our innovative investment approach. All while staying committed to our member first ethos as a proud Industry Fund.

**About your role** As the Specialist, Complaints Reporting & Insights, you'll deliver critical reporting highlighting complaint themes, trends, systemic issues, and key risk indicators. Your role will involve closely collaborating with cross-functional teams to ensure we meet regulatory obligations and continuously improve the quality of our complaint handling. Through your work, you'll have the chance to drive meaningful change and enhance the overall member experience.

**What you'll be doing**
- Design & maintain a reporting schedule, ensuring accurate and timely data delivery.
- Engage with the data and engineering teams to align complaint data preparation with any upstream changes.
- Oversee the preparation and distribution of monthly and quarterly complaint insights reports, with commentary and actionable recommendations.
- Collaborate with the Quality Assurance and Training Specialist to build performance reports and track the Administrator's quality metrics.
- Work with external survey data (Chant West, SuperRatings) to provide insights into the success of member experience and complaint resolution.
- Lead Data Aggregation efforts from insurers, consolidating all complaints data for reporting.
- Assist in developing AI-driven insights to improve complaint analysis and prevention efforts.
- Ensure the accurate preparation of ASIC and APRA reporting, ensuring full compliance with regulatory requirements.
- Prepare at-fault/systemic issues reporting, leveraging Archer Risk System data.

**About you**
- Excellent data and analytics skills with the ability to create insights that drive improvement.
- Advanced working knowledge of Salesforce, PowerBI, Tableau, and Excel.
- Exceptional ability to prioritise and manage competing priorities, meeting deadlines while maintaining accuracy.
- Collaborative, with the ability to build rapport with both internal and external stakeholders.
- Demonstrated experience working in superannuation is preferable.
- Demonstrated knowledge of complaint resolution and prevention.

**Belong at Cbus**
We value difference, and embrace people with diverse backgrounds, experiences, gender identities, abilities and thinking styles. We believe that, with diversity of perspectives and experiences, you get better teams and outcomes. We're looking for people of all genders, races, nationalities, orientations and of all abilities to join us.

**Applications Close**:8th December 2024, interviews may commence earlier This position is based in Melbourne. All applicants must have working rights in Australia to be considered Agencies, please note: All Cbus vacancies are managed by our internal Talent Acquisition Team. Should external assistance be required we will reach out to our preferred agency partners, Thank you.

Job ID 4298720

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